Service Desk Support (Senior)

As a Senior Service Desk Support professional at Spry, your main responsibilities will include providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. You'll track and resolve IT incidents and service requests while establishing a responsive IT service desk to efficiently handle user inquiries. Multi-tiered support is a significant aspect, where you'll address various technical problems from Level 1 to Level 3 support.

To apply for the Senior Service Desk Support position at Spry, you need a Top Secret security clearance, a bachelor's degree or equivalent experience, and a minimum of 8 years of relevant experience or equivalent certifications. Familiarity with various IT service tracking methods, like Jira and Ivanti, and problem-solving solutions are also essential to succeed in this role.

In the role of Senior Service Desk Support at Spry, collaboration with other IT teams is crucial to address systemic issues and enhance overall IT service delivery. You'll need to communicate effectively, share insights from your technical support experiences, and work on solutions that align with the laboratory objectives while improving the user support experience.

As a Senior Service Desk Support team member at Spry, you will utilize tools like Jira to track and resolve IT support requests. Familiarity with ticketing systems like Ivanti Neurons, Azure DevOps, and Microsoft Service Manager is also beneficial. Additionally, you'll develop and maintain a knowledge base and self-service portal for users, ensuring access to troubleshooting guides and support resources.

At Spry, a Senior Service Desk Support role offers numerous career growth opportunities. As you excel in your technical support responsibilities and collaborate with various teams, you may pursue leadership roles within the IT department or specialize in advanced technical fields. The company values continuous improvement, so your contributions will be recognized and can lead to further career advancements.

When answering this question, focus on specific scenarios where you've resolved technical problems, detailing your approach to identifying the issue, the steps you took to troubleshoot, and the outcome. Be sure to highlight your problem-solving skills and any tools or methods you utilized.

To effectively respond to this question, explain your method for assessing the urgency and impact of service desk requests. Mention strategies such as categorizing requests, using ticketing software tools, and communicating clearly with users to manage expectations.

Share your familiarity with ticketing systems like Jira or others you have used in past roles. Be specific about how you used them to track service requests, resolve issues, and enhance the user experience. Emphasize any data-driven improvements you contributed to during your time with these systems.

When responding, choose a project that showcases your leadership and technical skills. Describe the project's goals, your role in leading the effort, the challenges faced, and the successful outcomes achieved. Remember to tie it back to how this experience relates to the Senior Service Desk Support role.

Discuss the techniques you utilize to maintain communication with users, understand their needs, and follow up on resolutions. Highlight your commitment to addressing their concerns proactively and any examples of how you've gone the extra mile to ensure their satisfaction.

Talk about the importance of thorough documentation for technical issues, how it aids in tracking trends and improving service quality over time. Describe your process for documenting resolutions clearly and how it benefits both the team and users.

To answer this, discuss the key performance metrics you have tracked or reported in previous roles, such as response times and user satisfaction ratings. Explain how you've used these metrics to make data-driven decisions that improved service delivery.

Provide a situation where you had to escalate an issue, explaining your assessment of the situation and how you communicated it to the appropriate parties. Describe the resolution process and what you learned from that experience.

Speak about the significance of a well-maintained knowledge base in enhancing user self-service options and reducing ticket resolution times. Share any experiences you've had in developing or managing knowledge resources in the past.

When answering this question, mention the resources you utilize to stay current with technology trends, such as online courses, certifications, industry-related news, and participation in forums or communities. Show that you value continuous learning and professional growth.